Giving a disproportionate amount of attention to new customer  –  at the expense of existing customer retention –  is a mistake most organizations can only afford to make one time. Had to call the Help Desk of a major company recently.  I needed help working through a series of changes…

Abstract:  How buying a new vacuum cleaner evolved into a challenge to create successful before and after stories in our work and in our lives….. My wife and I bought a Dyson vacuum cleaner recently. Perhaps you have one too. After a quick assembly my wife handed me the power…

There are countless sayings, axioms, golden rules and mantras that people associate with being an effective leader – and human being for that matter. Perhaps none are more important than ‘Do the right thing.’ Anybody remember the movie ‘City Slickers’?  Jack Palance played the character ‘Curly’. He was a crotchety…

In a crisis, leaders are best served to establish their game plan for a response after collecting input from those being led. Of course, the times we are in are unprecedented. The impact that Covid-19 has had on all of humanity is gripping. Typically, in most moments of crisis there…

Leaders that possess humility and modesty as core characteristics will get the best results. hashtag#leadership hashtag#culture hashtag#ethics hashtag#highperformingteams Read an article in HBR recently that caught my attention. It was written by Bill Taylor, co-founder of Fast Company.  Its thrust was all about humility in leadership.  Said Taylor: “We live in a world where ego gets…

So let me get this out of the way. I’m not talking about our personal cell phone habits. I’ll save that for another day. Today I want to address business phones. Is it just me or have things changed to the point to where it’s 50/50 as to whether or…

Back in 1997 when I finished grad school my university held an outdoor graduation. It was a beautiful summer day. The graduates were seated in rows of chairs facing the front where the dean, faculty and administration were seated facing the graduates. There was a small stage and a microphone…

Let’s talk about high-performance teams. Spend some time reading Frederick Taylor. Taylor (1856-1915), as you may know, is considered to be the father of ‘scientific management’ – a philosophy focused on the belief that making people work as hard as they could was not as efficient as optimizing the way…

Leaders need to walk the walk regarding core values when confronted with rogue employees who happen to be top performers. YOU: Boss, can I talk to you for a minute? BOSS: Sure, what’s on your mind? YOU: It’s about John Doe. I’m concerned we have a problem that we need…

Got someone on your team that you aren’t sure is working out? Sure you do. Or, no doubt, you have had this situation at one point or another in your career. We all know the drill when it comes to the steps a manager needs to take to see that…